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Customer Service Officer

Hamara Paisa

اگست ۰۹, ۲۰۱۸ شائع ہوئی 7 نے دیکھا

HAMARA PAISA – CUSTOMER SERVICE JOB DESCRIPTION

1. Job title – Customer Services Officer

Hamara Paisa is a social enterprise providing different financial literacy programs, which encourage & enable access to finance for all, irrespective of their socio-economic background, education, age or gender, via our training & technology platforms.

Pakistan is one of the largest unbanked countries in the world, with only one fifth of its population using financial products. The conclusion drawn based on surveys is that the main reason for such a low statistic is due to the lack of financial literacy or information gap in our country.

Hamara Paisa has a vision of empowering people, particularly women, irrespective of their background by educating them, to improve their financial literacy. The importance of this, is through education we can open up their minds to possibilities that were previously beyond their scope and allow them to take responsibility for their own future and that of their children. It is very possible for them to do this; they just need the tools and encouragement to do so.

We aim to narrow this information gap between the products and individuals by:

· Educating them

· Making banking clear, easy and relevant to them

· Displaying how convenient, accessible and beneficial the product would be for them

· Provide the right tools in order to find the most relevant product for them

· Above all provide personalised service where everyone is treated respectfully, any question will be answered, paperwork will be filled and advice will be given

2. Requirements

· Educated to at least Bachelors’ level

· Adept at Microsoft office suite

· Good data handling skills

· Full training & support will be provided by Hamara Paisa

3. Duties

· Address all telephone queries in a patient manner

· Attracts potential customers by answering product and service questions; suggesting information about other products and services

· Opens customer accounts by recording account information

· Maintains customer records by updating account information

· Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution

· Recommends potential products or services to management by collecting customer information and analysing customer needs

· Prepares product or service reports by collecting and analysing customer information

· Contributes to team effort by expanding the role if and when necessary

4. Skills and competencies

Please see below the skills and attributes required for this role:

· Willingness to learn on the job and be available to expand your role as required

· Good interpersonal skills where our customers can relate to you and feel comfortable

· Strong communications skills both in person and on the phone

· Follow the process created by the Hamara Paisa team

· Have some understanding of effective Customer Service

· Product Knowledge- All training will be given but some initiative will be required to ensure product knowledge is good

· Good problem solving skills, resolving conflict is important